Worst Bank to date! *****! Time to switch banks.

After promises to refund me by Monday 5 November due to the bank over debiting me. I am yet to receive my refund! Speaking to your call centers are pathetic! And that Darren (who is a team leader) FAILED TWICE to keep to his word by means of returning my call and sending me the emails he PROMISED to and had the nerve to say that there is too many "mixed emotions and feelings" on my account. Your collections department needs to contact me URGENTLY! I also expect that this matter be resolved by NO LATER THAN MONDAY 12 NOVEMBER 2018. I am also STILL WAITING TO RECEIVE EMAILS FROM YOUR CLAIMS DEPARTMENT AS WELL AS FROM DARREN!